Please contact us first before you return the product. Returns and refunds will only be accepted upon approval. We DO NOT accept return of the bike except for any unsolvable quality problem. We don’t accept return of the bike for personal reasons.
If you notice any problems under the warranty with your bike, please contact us at service@engwe-bikes.comwith the Following Information: ORDER Number + Problem Type (Shipping/Quality/Other)in the SUBJECT section of your email
For example, if you have a question about your shipping status, the SUBJECT of your email would be: Uk123xxxxx456CN, Shipping.3. The email and shipping address you used when the order was placed4. Pictures/Short videos of the problem(s) and a brief description of the problem(s)
Returns, Refunds and Restocking Fees. Engwe believes in the quality of its products and wants you to shop with confidence. Please read the following carefully to understand our returns and restocking fee policy applicable to all components, accessories and ebikes.
- Returns of New and Unused Items . We allow you to return any item in new and unused condition for a full refund with no restocking fee, less shipping charges. For all returns, return shipping charges are the responsibility of the recipient, unless we made a shipping error. We will issue a refund using the same payment method you used originally.
- Returns of Used Items. Any items returned in a used condition may be returned after having the confirmation by writing to our service team by email：service@engwe-bikes and takes a restocking fee in the amount of fifty percent (50%) of the purchase price. Items must be free of any damage. Electric bikes must have less than twenty (20) miles on the odometer.
Return Shipping Costs. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service and purchasing shipping. We cannot guarantee that we will receive the item you are attempting to return.
How to handle returns and refunds,
The user needs to take measures to initiate the return: please ensure that the vehicle does not affect the secondary sales, and contact the customer service within 24 hours after receiving the goods: service@engwe-bikes.com
Application of returns and refunds:
Contact customer service directly before order delivery service@engwe-bikes.com cancellation of order;
If you still need to contact the customer service to cut off the order after it has been sent out, once it is already in the process of delivery, you can't cut off the order midway and ask the customer to refuse to sign. But be sure to contact customer service for written explanation.
Return and replacement policy after signing: please ensure that the vehicle does not affect the secondary sales, and contact the customer service within 24 hours after receiving the goods to return: service@engwe-bikes.com ）
How often will users receive refunds: please contact customer service for refunds service@engwe-bikes.com The refund shall be completed within 7 working days upon the agreement of both parties.
No Bike Shop Returns. Please note that each of our partner bike shops sets its own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops. Please contact the place of purchase to discuss their return policy.
Refused Shipments – Flat Fee. If you refuse delivery of an order that you asked us to ship to you, we reserve the right to charge a flat fee of $75 per ebike to partially cover our shipping costs. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less $75.
Battery Returns. Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumer's ability to return batteries via shipping carriers.
